You will collaborate with other Support Engineers to creatively and relentlessly solve customer problems, while honing your technical skills. You will use your insight and imagination to help us identify recurring or systemic problems and suggest ways we might address them.
Provide technical support to customers via phone and email for Tripwire products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if research exceeds 30 minutes.
Respond and engage on all incoming customer inquiries with a sense of urgency. Prioritize cases according to our severity descriptions. Quickly transition Critical/Pre-Critical/Quartile 1 customer cases to Tier 2 Engineers.